Intuit

Job Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

Our approach to customer success is transforming and is always focused on achieving the highest levels of customer experience. We do this through customer-focused thinking, which powers customer retention and growth. Our mindset is deeply customer obsessed and solves for customer pain through data driven insights, innovation and ongoing process improvement.

As an Experience Management professional in the UK Customer Success team, you will be responsible for monitoring the performance health of our outsourced customer support and value added service offerings, across all channels including voice, chat and social media, with accountability for ensuring performance standards are maintained while meeting the CS spend envelope.

Qualifications

• You are passionate about delivering world class support and service experiences to delight our customers
• You have a deep understanding of contact centre operations and drivers of performance
• You are highly data driven, analytical and detail oriented
• You have significant experience forecasting and managing multi-million dollar budgets
• You excel at storytelling through numbers, and a confident written and verbal communicator
• You have strong executive presence, and can engage in debate with senior leaders about proposed actions to manage performance
• You are proactive and approach problems with a can-do attitude
• You are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environment
• You are willing to get involved in projects, including data analytics and call quality management
• You are inquisitive and curious, and keen to stay updated on trends and methodologies in the customer success industry
• You proactively build strong relationships with your peers globally, and with cross-functional stakeholders across the business

EXPERIENCE & QUALIFICATIONS

• Extensive experience in a contact centre operations or performance management role
• Experience in driving revenue growth outcomes via reactive support interactions is desirable

OTHER INFORMATION

• The role is London based, aligned to our hybrid work policy

Responsibilities

• Proactively monitor the performance, efficiency and quality of customer support and services delivered by our outsourced providers, including:
• Tier 1 customer support performance metrics e.g. time to first response, first call resolution, productivity, occupancy tNPS etc.
• Tier 2 investigation and escalation management performance e.g. time to resolution, occupancy, tNPS etc.
• Complaint management and resolution, including complaints that surface through the Intuit ‘Office of the President’
• Value added services, such as assisted onboarding, customer saves, mid-market health checks etc. with focus on driving customer retention and revenue growth
• One off initiatives to support execution of a go-to-market experiment, or a significant new product launch
• Performance delivery and ongoing development of the quality assurance framework
• Any new experiments that are being conducted to test the impact and viability of scaling a new service into full production
• Provide regularly ‘health of the business’ updates to senior stakeholders such as Head of Customer Success, including prep and lead the weekly UK CS business review
• Initiate and coordinate data driven analysis into the root cause of drops in performance, in partnership with the data analysis team
• Leverage existing CS reporting and performance dashboard capabilities to analyse current state customer and expert experiences, validate root causes through associated quant and qual data points, and deliver data backed insights and recommendations that drive action and improvement
• Develop robust action plans to bring performance back on track, and work with outsourced providers to execute on the plans ensuring a high degree of accountability is in place, in partnership with the Expert Network
• Design business continuity plans for outsourced support and services, including clearly documented processes to address service disruption and thresholds to exercise defcon levers
• Ensure partners are effectively executing on continuity plans with the required level of urgency, in close partnership with Expert Network
• Lead escalations to senior management when performance is at risk of going off track, and use judgement to identify when to pull escalation triggers
• Conduct regular in-person ‘follow me homes’ with frontline outsource teams, in addition to remote call listening, to understand experience opportunities with Intuit products, processes and tools. Engage with Customer Success stakeholders (CX Design, Analytics, Operations etc.) to initiate action planning to address pain points in employee and customer experiences
• Partner with Modern Ops to ensure accurate forecasting of capacity for existing and new offerings, and sign off the lock of outsourced capacity needs
• Manage the budget for outsourced support and services, ensuring all business-as-usual activities and experiments are delivered within budget
• Forecast budget implications of any new services or experiments being devised by the Service Design team
• Model the cost and ROI of various staffing and channel mixes to inform decision making
• Create business cases to transition experiments into full production, and present to senior leadership for sign off
• Perform industry and competitor benchmarking of contact centre operations to identify industry best practices and innovations